Customer Support Introduction
Introduction of Technical Support
Altibase Co., Ltd. provides technical support service to help customers manage their Altibase installations effectively and ensure stable system operation. Altibase customers can obtain prompt technical support through various means, including telephone, e-mail, on-site, and remote support.

Basic Service
For providing absolutely necessary technical support service at minimum cost.
① Remote Service - 32 hours per year
② Unlimited On-line service via http://support.altibase.com
③ 5 Education coupons for essential Altibase training

Basic Service provides customers with essential services
Standard Service
For providing on-site technical support service at reasonable cost.

① On-site service – 32 hours per year
② Remote service – 32 hours per year
③ Unlimited On-line service via http://support.altibase.com
④ 5 Education coupons for essential Altibase training

Standard Service provides prompt service in various ways in the event of any problem at reasonable cost.
Enterprise Service
For providing plentiful Altibase technical support service in various ways as follows.
① On-site service – 80 hours per year
② Remote service – 80 hours per year
③ Unlimited On-line service via http://support.altibase.com
④ 5 Education coupons for essential Altibase training

Enterprise Service is advantageous in that it provides sufficient technical support to ensure stable operation of the customer's system.
Premium Service
Premium Service is our first-rate service, includes an upgrade to the most recent major version of Altibase free of charge, and provides maximum technical support service in various ways. Premium Service provides the following:

① Free major version upgrade (Excluding on-site technical support cost for upgrade)
② On-site service – 120 hours per year
③ Remote service – 120 hours per year
④ Unlimited On-line service via http://support.altibase.com
⑤ 10 Education coupons for thorough Altibase training

Premium Service is advantageous in that it allows use of the latest Altibase products at reasonable cost.
Service Basic Service Standard Service Enterprise Service Premium Service
Basic

service		 M/A Rate Below 2million won 12% 15% 20%
Support Time Mon~Fri 09:00~18:00 Mon~Fri 09:00~18:00 24*365 service 24*365 service
On-Line Support
On-Remote 32 hours per annum 32 hours per annum 80 hours per annum 120 hours per annum
Remote service time can be used for remaining on-site service at the request of customers
On-Site None 1 million won per   8 hours 1 million won per 8 hours 1 million won per 16 hours
On-Site service time can be transferred to remote time at the request of customers, but cannot be transferred in the other direction
Free major version upgrade Not available Not available Not available Available
(Exc. Labor charge)
History management Customer's history management document is provided as required by the customer
Data supply - Periodic notice on EOL/EOS, hot fixes and bug patches
- Provides information on the latest IT technology trends and other useful information
Functionality improvement Patch service
Education Education support - Altibase training course (5 coupons) - 10 education coupons